Processing returns is a basic service at Moulton. Here's how we handle it.

Typically, the process is initiated when a consumer places a call to our call center to report some reason for wanting to return the product. It could be anything from a damaged product or the wrong size or color to inability to understand the instruction manual. Our CRM team makes note of the call and informs the consumer about return procedures.

Later, when the product is returned to Moulton, our Returns Department notifies the CRM team of its arrival. The CRM team matches this notification with the information recorded at the time of the original phone call. If there are no questions, the CRM team remits a check for the refund or makes an adjustment to the customer's credit card.

The Returns Department then either returns the product to the client, places it back into inventory or recycles it, depending on the client's preference. If the product is retained, inventory records are changed, and subsequent online inventory status reports reflect its return to inventory.

We also report all product returns to the client, most importantly including reasons-why the return was prompted. Very often the client can use these reports as an early warning system to replace a defective part, re-write instructions or ad copy or take other steps to reduce future return levels.